By Grace Nakangu, ISSP Change Management and Photography by Jacinta Obore Mirembe, Customs Planning
The Client Relationship Management (CRM) system has taken shape with the Integrated Service Support project (ISSP) team currently training stakeholders on how to access and navigate the tool.
Trainees are being given hands-on training on how the tool will work and the team has so far engaged Domestic Tax and Clearing Agents and is currently training staff in eastern and mid-western regions.
This comes after piloting the tool with a number of client support offices in the central region.
The CRM system is a tool that will assimilate disintegrated channels into one. These include the customs help tool, social media platforms, the service desk on the web portal, services mail, info mail, the toll-free lines and service offices for walk-in clients.
Observation reports indicate that taxpayers are welcoming the solution saying it will improve service delivery and ease their access to URA services.
“After seeing this improved tool, I am looking forward to the changes it brings. There is no need to tell clients to make endless trips to URA on issues that can be resolved online. Personalization of issue resolution is going to stop,” said Albert Beine of Global Taxation Service Ltd.
Nsereko Paddy Male, a representative of the domestic tax agents, appreciated URA for involving them in the pilot stages of the system roll-out saying, ‘I would like to give a vote of thanks to URA for having invited us to this engagement because in the past, many changes and systems have been introduced without engaging us yet we represent a very big clientele.”
Staff have also welcomed the tool saying it will enhance decision making and streamline URA’s client touch points.
While launching the tool recently, Commissioner General John R Musinguzi urged the public to embrace it saying it would positively enhance existing initiatives in ensuring a pleasant client experience.
Assistant Commissioner Public and Corporate Affairs, Ibrahim Bbosa called the tool a game changer saying it will provide answers to most of the basic questions from the public. “It’s surely going to take us to the next level,” he noted.
